Members survey August 2017

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1 Members survey August 2017

2 Background Trust launched to membership on 21 st January 2017 Membership as at 28 th August 1200 First survey to member base (more to follow) Objectives to research demographics of membership and to determine their key initial priorities for discussion with the club and Trust action 557 responses to the survey (46% rate of response)

3 Demographics Age Range Employment Range 9.9% 11.0% years years 20.3% years 24.6% years 17.8% years 6.3% 7.2% years 75 years or older 3.1% prefer not to say Employed full time Employed part time or on a Self-employed Out of work and looking for work Out of work but not currently Homemaker Student Military Retired Unable to work 4.7% 10.1% 0.7% 0.5% 0.5% 2.0% 0.9% 12.2% 0.5% 67.9% 63% in age bracket 78% in full time employment

4 Match day at t e n d a n c e at t h e C i t y Ground Current Attendance Type 51.5% 17.1% 17.2% 2.5% 7.5% 4.1% I am a season ticket holder I share a season ticket and and attend all home games attend some home games I am not a season ticket holder but usually attend more than 10 home games a season I am not a season ticket holder but usually attend less than 10 home games a season I attend 3 or fewer home games per season I never attend home games

5 Match day attendance at the City Ground Reasons For Irregular Attendance 3% 11% 18% 58% 10% Distance to travel Previous Ownership Other Commitments Cost Other

6 Away m at c h at t e n d a n c e Away Match Attendance 46.10% 26.80% 17.60% 8.30% 1.30% I usually attend all away matches I usually attend over 10 away matches in a season I usually attend fewer than 10 away matches in a season I attend 3 or fewer away matches in a season I never attend away matches

7 Away m at c h at t e n d a n c e Reasons For Irregular Away Match Attendance 25.8% 35.5% 6.5% 9.7% 3.2% 12.9% 3.2% 3.2% Attend if local Live abroad Previous Owner Cost Availability of tickets Other Commitments Other fans Other

8 Travelling to the City Ground 49.7% 10.8% 13.6% 14.7% 6.6% 0.2% 3.1% 1.3% Walk Cycle Bus Train Tram Taxi Drive myself Driven by someone else

9 Match Day experience areas for improvement Improved Atmosphere 4.6% Improved Stadium Facilities 27.1% Improved Catering 34.3% WiFi 1.5% Improved Matchday Entertainment 11.8% Improved Disability Facilities 0.4% Matchday Parking / Transport Links 3.7% Seating Availability for cup matches 0.1% Safe Standing Improved ticket pricing Improved Team Performances Goal Music Away Fan Location Better Stewarding Regular KO times 4.0% 2.7% 2.5% 4.0% 1.2% 1.5% 0.5%

10 Catering Queues/slow service Run the risk of missing some of 2 nd half Expensive Poor quality Limited options Source local food and drink where possible Healthier options The food kiosks need vast improvements. The service in terms of time spent in a queue is terrible and really puts me off buying anything at half-time as you will run the risk of missing the 2nd half Catering is poor. Unless you are willing to miss part of the match, a drink or snack is impossible Quality and choice of food needs changing More bespoke catering outside / inside the ground

11 Ground improvements General appearance and maintenance of stadium Actions to increase attendances and improve atmosphere Toilets New Peter Taylor Stand Improved access with better facilities around ground fan park/ entertainment to keep people at the CG Exploit social media and mobile apps, Borussia Dortmund have an app that has 3 available options on match days - I am in the stadium; I am following the game live on TV/Radio or I am on the road and only need the most important info Stadium in desperate need of a makeover Better Wi-Fi access within the ground The removal of goal music

12 Other areas for improvement Other NFFC Improvements Club shop / merchandise improvements 5.7% Greater Involvement of ex-players 0.9% Improved online experience 6.9% Stable Ownership 5.1% Loyalty recognition scheme / ST Rewards 9.7% Improved communications 31.1% Improved community interactions 12.7% Improved live streaming of matches 12.4% Improved ticketing services / processes 6.3% Increased fan input/representation 9.1% Many noted significant improvements in communications from new regime

13 ifollow I just had a look at the ifollow subscription prices and options for this season much to my dismay I discovered that I follow appears to have done away with the monthly subscription option and only offers a season subscription for $140. it's very difficult for me to pay this kind of money all at once as I am on a fixed income. I was wondering if the Trust would be willing to investigate who sets the subscription price. I suspect it's a league issue in which case I will write and tell the If it's a club issue maybe the trust could actually have some influence. I just want to know which organization to lobby. I wanted to bring this to your attention because I think it will affect a lot of American Forest fans who rely on match audio. Thank you for your time you're doing such a wonderful job making members feel like they have a voice

14 ifollow & website A possible specific area which the club needs to improve [is] the whole business of its web site's subscription service which, before John Lawson and Fraser departed, had been an excellent facility with really good highlights linked to Radio Nottingham commentaries, but which in the last couple of years had become a very tepid item with a 'commentary' by someone with no knowledge of, or connection to, the club. When I queried it with the club, was told that the original version involved a lot of work having to be done on a Sunday, or whichever was the day following a game - and required editing etc. Seemed to me that was exactly what someone in charge of media at the club ought to be capable of, and willing to do! In addition, whereas in earlier years, the U 18 and U21 (now U 23 games) had received regular video treatment plus detailed comments by the coaching staff, we now receive very little other than a few seconds showing the occasional goal from one of the matches. In addition, pre-fawaz there were often lengthy, in depth interviews with previous Forest icons which no longer occur. Again, this is the type of communication with, and involvement of, Forest fans that a web site really should be pushing as hard as possible, together with 'face to face [interviews with players and officials]

15 Disabled fa c i l i t i e s As a disabled season card holder and yes I know we get certain benefits at the club but I must say that as we only get pip or dla to live on why do we have to pay full price for parking in the Clough stand. We don't mind paying something but sometimes we just can't afford 10 to park there and there is nowhere closer for us to park There are no changing facilities or toilets for disabled fans who are unable to transfer themselves Disabled toilets are not very clean especially in Trent End Lower As an ambulant Blue Badge holder the arrangements at The City Ground are very good for both home and away supporters - however it would be very helpful if the Club could press for all the 92 clubs to honour their obligations for access for disabled fans"

16 Why members have joined the Trust Shape the future 11.4% Fan Voice / Representation 35.4% Protect the club 9.1% Collective Strength 4.9% For the love of the club / make it successful 15.4% Anti-Fawaz 15.2% Belief in / Support of the Trust 8.6% As a season ticket holder for over 50 years it's nice to be able to say I belong and maybe, in some small way, influence the way the club is run. Players, managers come and go but fans often spend their entire life with the club so deserve a say

17 Members survey August 2017

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